Passengers’ rights and responsibilities took centre stage as the Consumer Protection Department of the Nigerian Civil Aviation Authority (NCAA) engaged fliers at major airport terminals in Lagos. The campaign, which commenced at the General Aviation Terminal (GAT), aims to sensitize air travellers about their entitlements while highlighting the importance of fulfilling their obligations. NCAA educates passengers on rights as part of its nationwide effort to foster a culture of accountability within the aviation industry.
The initiative will extend to other airports, including Port Harcourt on December 1, ensuring broader outreach during the peak travel season. Director of Public Relations and Consumer Protection, Mr. Michael Achimugu, emphasized that this initiative seeks to keep both airlines and passengers informed. “This festive season heightens travel demand, and passengers must be aware of their responsibilities,” he explained during an interactive session.
The NCAA team traversed various terminals, engaging passengers directly to address concerns and clarify regulations. At Murtala Muhammed Airport Terminal 2 and the international terminal, staff educated travellers about protocols, emphasizing punctuality for flights. Achimugu reiterated, “Passengers must arrive two hours before domestic departures and three hours for international flights.” These guidelines ensure smoother operations and prevent undue disruptions.
Discussing compensation protocols, he clarified, “If your baggage is missing, the airline must compensate you immediately. For domestic flights, it is N10,000, while international flights attract $170 under NCAA regulations.” Achimugu also underscored the agency’s zero-tolerance stance on unruly passenger behavior, urging travellers to exercise patience and report grievances professionally.
“Nigerians often claim ignorance of the NCAA’s role in protecting their rights, but we are here for them,” he stated. “With our Consumer Protection Officers stationed at twenty-three terminals nationwide, passengers can rest assured of immediate assistance.” He encouraged passengers to identify these officers, who wear uniforms for easy recognition, and approach them for support.
Through this campaign, the NCAA is fostering a collaborative relationship between airlines and passengers. By equipping travellers with knowledge, the agency ensures a more harmonious travel experience. NCAA educates passengers on rights while also reminding them of their responsibilities, creating a balanced aviation ecosystem.
This initiative underscores the importance of mutual respect and adherence to regulations, enhancing overall service delivery. Passengers can look forward to more efficient and transparent interactions with airlines, supported by the NCAA’s unwavering commitment to consumer protection.
The roadshow is a forerunner to the consumer protection summit to hold tomorrow at the NCAA Annex.
Research has shown that Air France had the highest number of missing baggage with 2,075 cases among foreign carriers flying into Nigeria.
This was followed by KLM with 1,938; Egypt Air, 1,850; Royal Air Maroc, 1,745, British Airways, 1,428; Lufthansa, 1,535; Kenya Airways with 1,346; and Delta Airlines, 1,101.